A standard and set of guidelines called ISO 10002 was developed explicitly for managing complaints. The standard can be used to address any complaint a company receives about a good or service, and it covers planning, design, operation, maintenance, and improvement. Customer complaints are perhaps the most overt way for organizations to learn about a customer's problems. ISO 10002:2018, an international standard, is about "Quality management Customer satisfaction."
Organizations can handle complaints with the use of guidelines for complaint handling. Even though some complaints may be seen as annoyances, businesses must stay informed about consumer grievances and should be prepared to address and resolve them. Guidelines for the management of complaints are provided in ISO 10002:2018. Planning, design, development, operation, maintenance, and improvement are all parts of this process that pertain to goods and services inside an organization.
Why ISO 10002 is Important?
It is necessary to have a globally recognized standard when comes to consumer complaints. According to ISO 10002, every organization knows what consumers expect of a business and how to meet those expectations. Businesses may ensure that their consumer complaint management processes are watertight by fulfilling these requirements. This assists in identifying systemic issues, enhancing customer loyalty and reputation, and increasing profitability.
Putting ISO 10002 Customer Complaint Management into Practice
Working with us to introduce and implement customer complaint management makes sense for a variety of reasons. That's because, in 1999 we created BS 860, the first complaints management system standard. This served as the basis for the global standard ISO 10002. With the aid of your own ISO 10002 management system, we can help you develop expertise in handling client complaints.
Top ISO 10002 Implementation Tips
- Obtain senior management's commitment and support.
- With effective internal communication, you can engage the entire organization.
- Examine current management procedures against ISO 10002 criteria.
- Gather client input on current complaint management practices.
- To achieve the best results, form an implementation team.
- Plan and distribute roles, responsibilities, and timetables.
- Adapt ISO 10002 management system principles to your business.
- Motivate employee participation through training and incentives.
- Teach employees how to understand and apply the ISO 10002 management system.
- Review your ISO 10002 system regularly to ensure that it is still functional and that you are always improving it.
What is the Scope of ISO 10002 Customer Satisfaction Management System?
The ISO 10002 standard was created to benefit not just enterprises, but also customers, complainants who have issues with the firm, and other associated parties. This standard primarily adheres to the ISO 9001 Quality Management System standard. However, the ISO 9001 standard is not required for the application of the ISO 10002 standard.
It is not necessary in the application of this standard for the firm to manufacture goods or services. The standard's scope encompasses planning, design, operation, maintenance, development and R&D operations in a company producing goods, as well as sales, marketing, customer service, contact centres, and human resources activities in a company providing services.
Do you want your Company to Implement ISO 10002?
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